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Position Title: Help Desk Technician
Department: Information Technology (IT)
Reports to: IT Manager
FLSA Status: Non-Exempt; Hourly
EOE
Summary
Under general supervision handle Level One tickets; provide desk-top end user support. Escalate higher level ticket to IT Supervisor. The statements contained herein reflect general details to describe the key functions of this job, the level of knowledge and skill typically required, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak work periods or otherwise to balance the workload.
Essential Functions
Maintain punctuality and attendance in accordance with Time and Attendance Policy
Monitor helpdesk and triage tickets; handle Level One tickets and escalate those if needed and assign Level Two and programming tickets to responsible IT personnel.
Identifies, diagnoses, and resolves Level One problems for internal and external users, personal computer software and hardware, network, the Internet and new computer technology; communicates solutions to end-users.
Provides one-on-one end-user problem resolution over the phone
Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems and server, e-mail, Internet, dial-in and local-area network access problems.
Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
Provide one-on-one end-user training as needed; helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
Assists IT Supervisor in creating materials for end-user frequently asked questions (FAQs).
Diagnose and resolve PC problems with hardware, software and network
Assist with projects as assigned including, assistance with software deployment, configuration
Adhere to development, maintenance, and system standards
Assist in project planning; provide reports and updates as required
Performs other duties and projects as assigned by supervisor and/or manager
Education and Experience
High school diploma or GED
1+ year in Microsoft Active Directory environment
1+ year experience with helpdesk or other ticketing software
1+ year troubleshooting and handling helpdesk tickets in a corporate environment
Competencies To perform the job successfully, an individual should demonstrate the following competencies:
Adaptability Adapts to changes in the work environment; manages competing demands; able to deal with frequent change, delays, or unexpected events; changes approach or method to best fit the situation
Analytical synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between Level One and Level Two end-user problems. Identify, evaluate and solve end-user workstation problems;
Attendance and Punctuality Is consistently at work and on time; ensures work responsibilities are covered when absent; adheres to Providences time and attendance policy
Business Acumen understands business implication of decisions
Communications Expresses ideas and thoughts verbally and in written form; must have good command of the English language, oral and written; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods
Conflict Resolution Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflict
Continuous Learning Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strive to continuously build knowledge and skills; shares expertise with others; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information
Cooperation Establishes and maintains effective relations; demonstrates sensitivity to, and respect for, a diverse population, exhibits tack and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts
Cost Consciousness Supports organizational goals toward profit and revenue; conserves organizational resources
Customer Service Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance, meets commitments
Dependability Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time and/or notifies supervisor or manager if needs assistance prior to deadline being missed
Design Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; demonstrates attention to detail
Diversity Shows respect and sensitivity for differences, promotes a harassment-free environment
Ethics Treats people with respect, keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values
Initiative Volunteers readily as workload permits; asks for and offers help when needed; takes independent actions; Seeks increased responsibilities
Innovation Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; presents ideas and information in a manner that gets others attention/is persuasive
Job Knowledge Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; requires minimal supervision; displays understanding of how job related to others; uses resources effectively
Judgment Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
Oral Communication Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Organizational Support Follows policies and procedures; completes administrative tasks correctly and on time; supports organizational goals and values
Personal Appearance adheres to Providences Personal Appearance Policy; keeps self well groomed
Planning and Organizing Prioritizes and plans work activities; uses time efficiently; sets goals and objectives; develops realistic action plans
Problem Solving Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
Quality Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality
Quantity meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly; ability to work in a fast-paced, multitasked environment
Safety and Security Observes safety and security procedures; reports potentially unsafe conditions; basic understanding of electrical safety procedure
Teamwork Balances team and individual responsibilities; exhibits objective and openness to others views; gives and welcomes feedback in a respectful, professional manner; contributes to building team spirit; puts success of team above own interests; supports everyones efforts to succeed.
Use of Technology demonstrates required skills; master new computer technology; ability to adapt to and work in a paperless environment; Troubleshoots technological problems; Uses technology to increase productivity; keeps technical skills up to date
Written Communication writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
